CFRA is seeking an entrepreneurial, dynamic and experienced individual to be Global Head of Account Management, spanning wealth management, institutional investor and corporate clients. This position will oversee key accounts and manage a global team of account managers with responsibility for overall retention and growth. The Global Head of Account Management will work collaboratively with the rest of the CFRA organization to ensure clients derive maximum value from our services; prepare implementation plans and lead client on-boarding; work closely with clients to identify needs and consult on best practices for solutions; and create and implement strategies that ensure the continued growth of our overall client base.

 

The individual in this position must be able to prepare and deliver effective client presentations, including to stakeholders at all levels of the organization up to C-Suite; deliver weekly, monthly and quarterly status and results presentations to internal and external teams; regularly evaluate quality of research, analytical and data solutions; identify new opportunities from within existing accounts; partner with the Sales, Marketing and Research teams to aid in increasing revenue; and ensure a deep enough understanding of clients' individual experiences to head off potential issues before they become problems.


Key Responsibilities

·         Manage multiple accounts; develop positive working relationships with all customer touch points

·         Drive client retention, renewals, upsells and client satisfaction

·         Manage team of Account Managers, drive & own team results

·         Manage and drive vote revenue at key accounts

·         Develop regular reporting of customer health, particularly key clients, and leverage the CFRA organization to mitigate any client risks

·         Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals; For high-touch clients, work closely with Research teams to deliver expertise and enhance customer relationships

·         Work closely with Technology & Product Development teams to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed

·         Partner with Marketing to leverage technical tools and quantitative data to manage campaigns to success, high customer satisfaction and renewal

·         Work closely with Finance & Operations on billing set up and invoicing

·         Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues

·         Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight


Desired Skills and Experience

·         7+ years’ experience in Account Management with demonstrated managerial talent

·         Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business

·         Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations 

·         A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables

·         Demonstrated interest in financial markets

·         Business acumen, sound decision making, analytical and organizational skills in a fast-paced environment; a consultative approach to managing complex client relationships

·         Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations

·         Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients

·         Bachelor's Degree in appropriate field of study or equivalent work experience

·         Experienced with CRM systems and reporting (preferably SalesForce)

·         Working knowledge and experience with contracts and contract negotiations

·         Demonstrated ability to work independently and remain motivated